IT Cosmetics Refused to refund Nationwide

My grandmother who recently suffered a stroke decided to purchase two packages of makeup from this company. She lost the part of her brain that controls reason and impulse (amongst other things) so doesn't understand her finances anymore. I called this company to request a refund and was essentially told "too bad". 

I spoke with 4 people total (3 claiming to be supervisors) who all told me they would not issue a refund until the package was returned. That would be a completely reasonable request but the package hasn't even left their warehouse yet. They told me we couldn't cancel the order either. 

The end result at this point was the "supervisor" telling me that I had to wait 5-7 days for the package to be sent to me, return the package to them, and then they can start the refund "process". They said after I return the package they'll inspect it to make sure everything is there which could take up to 5 business days then send a ticket to their refund department for review. Their refund department will determine if I followed their "rules" then issue a refund but refused to tell me if that would be a refund to the card that was used or if they'd mail a check or what.

Either way the minimum time it would take for us to get a PARTIAL refund (total cost minus shipping & handling both ways) would be 30DAYS! I don't even think it's legal for their refund process to be that lengthy and convoluted. I also know according to the FTC a 3day "buyers remorse' period is required for almost anything you buy so if you want to cancel within those 3 days for any reason you can.